Business Systems Analyst, Zendesk

ABOUT THE COMPANY

Acumen is one of the nation's leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participant-directed programs. Acumen is a great place to work. Our employees make a positive difference in our client's lives by what they do. Among many benefits to working here, we offer medical, dental, and vision coverage, generous paid time off, and incentive bonuses to those who qualify.

ROLE AND ESSENTIAL FUNCTIONS

The Business Systems Analyst (BSA) - Zendesk is the functional owner of Zendesk platform behavior across customer-facing and internal service workflows. This role is accountable for translating service strategy and operational requirements into scalable configuration-routing, SLAs, automations, and reporting-while enforcing standards that prevent workflow sprawl and protect data integrity. The Zendesk BSA leads functional design, UAT acceptance, and change governance to improve customer experience, agent productivity, and operational insight.

Platform Ownership & Workflow Design

• Own Zendesk configuration across ticketing, routing, automations, triggers, SLAs, and channels
• Design workflows that balance customer experience, agent efficiency, and compliance
• Serve as final authority on how service requirements are implemented in the platform

Case Routing & SLA Integrity

• Build and maintain routing logic that ensures the right work goes to the right team
• Own SLA definitions, breach handling, and escalation logic
• Ensure system behavior aligns with contractual and regulatory expectations

Automation & Productivity Enablement

• Implement automations that reduce manual handling and agent friction
• Continuously identify opportunities to eliminate non‑value‑add work
• Partner with Ops to standardize repeatable service patterns

Reporting & Insights

• Own Zendesk data model assumptions and reporting logic
• Ensure metrics accurately reflect operational reality
• Enable leadership visibility into demand, performance, and bottlenecks

UAT, Change Control & Optimization

• Lead UAT for new workflows, channels, and features
• Own release notes, configuration documentation, and impact analysis
• Prevent configuration sprawl and workflow drift over time

AI & Capability Enablement

• Support responsible rollout of Zendesk AI features
• Ensure AI augments-not obscures-service quality and accountability